#HOTTAB Expert

Your Commitment

• You will be front-line team member who will receive request from clients via all channels of communication through our help desk including: email, phone, chat, etc.• Greet customers warmly and ascertain problem or reason for calling• Must be the best representative for #HOTTAB and identifying and assessing customers’ needs to achieve satisfaction. Act as the company gatekeeper• Assist with placement of orders, refunds, or exchanges• Open and maintain customer accounts by recording account information• Create, edit and update existing tickets through our customer service portal • Build sustainable relationships and trust with customer accounts through open and interactive communication• Provide accurate, valid and complete information by using the right methods/tools. Read from scripts.• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution• Handle customer concerns, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents• Assign agents to take care of issues that can not be solved over the phone• Complete Escalation Reports for Quality Assurance Team if necessary• Recommend potential products or services to management by collecting customer information and analyzing customer needs• Prepare product or service reports by collecting and analyzing customer information. Compile reports on overall customer satisfaction.• Create and update FAQs according to #HOTTAB Care issues that arise• Work closely with #HOTTAB Care team members and the rest of #HOTTAB staff• Communication between client and #HOTTAB Care team is vital. The front-line staff must communicate any client needs to the appropriate departments.Take the extra mile to engage customers

Qualifications & Requirements

• A great attitude (and by that we mean you’re active, creative, and motivated)• Passion for start-ups, and working in a close-knit team• Well-organized and good at multi-tasking• Ability to maintain composure in high pressure and fast-paced environment• Responsible, and committed to tasks• Ability to work independently and in team• Proven experience in Admin or Assistance will be advantage• Fluent in both English and Vietnamese - written and spoken• Proven customer support experience• Track record of over-achieving quota• Strong phone contact handling skills and active listening• Familiar with CRM systems and practices• Customer orientation and ability to adapt/respond to different types of characters• Excellent communication and presentation skills• Ability to multi-task, prioritize and manage time effectively• High school diploma or equivalent; college degree preferred